Healthcare Implementation & Project Lead

Position Summary

The Implementation & Project Lead is a client-facing leader who owns the implementation experience from contract execution through go-live and transition to operations. This role builds trusted relationships with physician leaders, practice executives, internal teams, and external partners while driving cross-functional execution of Aylo's strategic operational objectives.

The role combines strong communication, influence, and relationship leadership with disciplined project management. They create alignment among people they do not directly manage, address risks and difficult issues early, and keep clients confident and informed when priorities, timelines, or conditions change. At the same time, they maintain the plans, documentation, reporting, and follow-through required for successful implementation.

This role partners closely with the Director of Implementations & Strategic Initiatives, supports the continued development of Aylo's project management office (PMO), and helps strengthen how Aylo launches new clients and delivers strategic initiatives as the organization grows.

Key Responsibilities

Client Implementation Leadership

• Lead end-to-end client implementations from contract execution through go-live and transition to operations, taking ownership of both the client experience and delivery outcomes.
• Serve as a client-facing representative of Aylo throughout implementation, building credibility and trust with physician leaders, practice executives, and operational stakeholders.
• Establish clear expectations, decision points, responsibilities, and communication rhythms with clients and internal teams at the beginning of each implementation.
• Facilitate implementation kickoffs, status meetings, steering committee meetings, readiness reviews, and other high-stakes conversations with confidence and clarity.
• Translate complex operational, technical, contractual, and financial information into messages that are clear and useful to physicians, executives, and operational audiences.
• Maintain client confidence when timelines, priorities, or requirements change by communicating early, explaining implications, and presenting a clear path forward.
• Lead the transition from implementation to operations with clear ownership, documentation, expectations, and handoffs.

Relationship and Stakeholder Leadership

• Build productive relationships across operations, credentialing, contracting, analytics, finance, revenue cycle, technology, executive leadership, clients, and external partners.
• Influence stakeholders and secure commitments without relying on direct authority.
• Create alignment among stakeholders with different priorities, working styles, levels of urgency, and information needs.
• Address missed commitments, resistance, competing expectations, and difficult issues directly while preserving trust and forward momentum.
• Listen to stakeholder concerns, surface unspoken risks, and adapt communication to the audience and situation.
• Prepare clients and internal leaders for decisions before key meetings so that discussions are productive and next steps are clear.

Project Management and Execution

• Develop and maintain implementation and project plans, work breakdown structures, timelines, milestones, budgets, resource requirements, dependencies, and deliverables.
• Manage several concurrent implementations and strategic projects without losing visibility, context, or follow-through.
• Clarify roles, confirm commitments, track action items, and close the loop on decisions and deliverables.
• Identify risks, dependencies, and barriers early and drive mitigation before they affect the client or slow the work.
• Prepare concise, executive-ready dashboards, status reports, decision requests, and project-health updates.
• Maintain accurate implementation documentation, meeting notes, project trackers, decisions, and client communication records in Salesforce and designated systems.
• Keep projects aligned with Aylo's priorities while adjusting plans appropriately when business needs or conditions change.

Decision Authority and Escalation

• Make day-to-day implementation and project decisions within the agreed scope, timeline, governance structure, and client commitments.
• Resolve routine cross-functional issues directly and involve the Director of Implementations & Strategic Initiatives when decisions affect material scope, timing, budget, resources, contractual commitments, or client relationships.
• Escalate significant risks and unresolved issues early, with the relevant facts, business impact, options, and a recommended course of action.
• Clearly distinguish between decisions the role owns, decisions requiring leadership approval, and matters requiring broader executive alignment.
• Communicate final decisions and resulting responsibilities to all affected stakeholders and confirm follow-through.

Process Improvement and PMO Support

• Help develop and maintain PMO standards, methodologies, governance practices, and project-management systems.
• Build and improve implementation playbooks, templates, standard operating procedures, tools, and communication practices.
• Lead continuous-improvement work focused on client experience, onboarding efficiency, quality, consistency, and scalability.
• Use lessons learned, stakeholder feedback, and implementation results to improve future delivery.
• Promote adoption of consistent project and implementation practices without allowing process to become a barrier to practical execution.

Qualifications

Education

• Bachelor's degree in business administration, healthcare administration, project management, information systems, or a related field preferred.
• Equivalent professional experience may be considered in lieu of a degree.

Experience

• Three to five or more years of project management, implementation management, client delivery, consulting, or operations leadership experience.
• Demonstrated experience leading client-facing implementations or complex cross-functional initiatives.
• Experience building relationships with physicians, practice executives, senior leaders, clients, or other high-accountability stakeholders strongly preferred.
• Experience influencing people and driving commitments across teams without direct reporting authority.
• Experience managing multiple concurrent projects with competing priorities and changing conditions.
• Healthcare, healthcare technology, consulting, or professional-services experience preferred.

Skills and Competencies

• Client leadership: representing Aylo professionally, building trust quickly, and creating a confident, well-managed implementation experience.
• Relationship building: establishing credibility with physician leaders, practice executives, internal teams, and external partners.
• Influence without authority: gaining commitment, challenging constructively, and moving work forward across organizational boundaries.
• Executive and physician communication: communicating clearly, concisely, and credibly with audiences who have different priorities and levels of technical knowledge.
• Difficult conversations: addressing delays, missed commitments, resistance, changing expectations, and performance concerns directly and respectfully.
• Project planning and execution: building practical plans, timelines, resource requirements, and governance structures and delivering them.
• Risk and decision management: recognizing risks early, framing choices, recommending solutions, and escalating at the right time.
• Adaptability and judgment: remaining steady and effective amid ambiguity, incomplete information, shifting priorities, and strong personalities.
• Accountability and follow-through: setting expectations, confirming ownership, documenting decisions, and closing the loop.
• Organization and detail management: maintaining accurate records and visibility across multiple concurrent initiatives.
• Change leadership: helping clients and internal teams understand, adopt, and sustain new processes and ways of working.
• Proficiency with project-management tools such as Smartsheet, Microsoft Project, Asana, Monday.com, or similar.
• Advanced Microsoft Office skills, including Excel, PowerPoint, Teams, and Outlook; Salesforce or comparable CRM experience preferred.

What Success Looks Like

• Clients and physician leaders experience Aylo as organized, responsive, credible, and easy to work with throughout implementation.
• Implementations achieve agreed milestones, scope, budget, readiness requirements, and clean transitions to operations.
• Clients remain informed and confident when risks, delays, or changes occur because communication is timely, honest, and solutions oriented.
• Internal teams understand their responsibilities, make timely decisions, and consistently follow through on commitments.
• Difficult issues are surfaced and addressed early, before they damage the client relationship or threaten delivery.
• Project reporting is accurate, concise, decision-ready, and appropriate for operational and executive audiences.
• PMO standards, playbooks, and practices are adopted because they improve execution and are practical for the people using them.
• Onboarding efficiency, stakeholder satisfaction, project predictability, and implementation quality improve measurably over time.

Key Working Relationships

This position works closely with:

• Physician leaders, practice executives, and client implementation teams
• Director of Implementations & Strategic Initiatives
• Executive leadership team
• Operations
• Credentialing & Provider Enrollment
• Contracting & Network Development
• Analytics & Reporting
• Finance and Revenue Cycle Management
• Technology & Product teams
• External vendors and strategic partners

Career Growth

This role offers a pathway toward:

• Senior Implementation Manager
• Program Manager
• PMO Manager
• Director of Implementations
• Director of Strategic Initiatives
• Broader client delivery or operations leadership roles

Who Thrives in This Role

You may be a strong fit if you are a proactive, client-facing leader who enjoys bringing people and plans together to produce results. You build trust naturally, communicate with confidence, and are comfortable working with physician leaders, executives, and cross-functional teams. You can challenge constructively, address difficult issues without avoiding them, and influence people you do not directly manage.

You also value accuracy, preparation, and follow-through. You can carry the details without becoming lost in them, adjust when priorities shift, and maintain both the relationship and the result when an implementation becomes difficult. You know when to act, when to align, and when to escalate.

Work Environment

• Remote role based in a home office.
• Standard business hours, with some variability around implementation go-lives and monthly and quarterly cycles.
• Occasional travel to the Atlanta or Nashville offices and to client sites for key implementation milestones and relationship-building meetings.
• Regular video, phone, and written communication with clients, physician leaders, internal teams, and external partners.
• Prolonged periods working at a computer.
• Ability to perform the essential functions of the position with or without reasonable accommodation.